Apria Healthcare - Page 2

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1.1 out of 5, based on 16 ratings and
36 reviews & complaints.

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Abusive & incompetent customer department
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4095 PIKE LN CONCORD -- In November 2009 I contacted Apria Healthcare to see if my CPAP machine replacement would be covered by my medical insurance. I was advised by 2 different people at Apria that it would. After some delay I finally received my new machine in December 2009.
On March 31, 2010 I received a call from Sandra who claimed to be with Apria Healthcare claiming that I was renting my CPAP machine and that my insurance was no longer covering this in 2010. I told Sandra that there is no way I agreed, nor signed any document agreeing to a rental machine over the direct purchase as I had done with my previous CPAP. She just kept raising her voice saying "this is a rental, this is a rental, and then if she was going to send someone out to take the machine back". I asked to speak to her supervisor and she said she could not get her on the line and hung-up. I did get a second call from someone claiming to be her supervisor who again said they had processed my machine as a rental.
On Friday, April 16, 2010 I received a bill from Apria for $214.00. No explanation, just demanding payment.
Why would I rent a CPAP machine for $107.00 for month that can be purchased on the internet for as low as $289.00?
Threatening to take a CPAP away from someone who has Sleep Apnea is endangering my life. Are they serious?
There is no document that I signed, nor have I received anything in the mail from Apria which specifies terms for a rental machine. I would never have agreed to such nonsense.
I feel they are attempting to bully me into paying for a machine because they did not properly bill my insurance company. I changed insurance in 2010 and have a deductible that would not have been the case if they had handled my order in a competent manner to begin with.
     
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Alain on 04/18/2010:
See if your state's attorney generals office has some advice for you regarding this and be sure to keep any documentation you have related to this incident.
tnchuck100 on 04/18/2010:
I know exactly what you are up against. Those jerk-weeds are attempting to bill me for equipment my insurance will cover -- IF they will send the documentation requested by my insurance co. I have already sent them a certified letter and telling them they will receive nothing until my insurance actually denies the claim. They don't listen...they just keep on billing...they are incompetent idiots.
Alain on 04/18/2010:
Having heard that from tnchuck I would now say definitely contact your state's attorney generals office.
raven2010 on 04/18/2010:
Does your insurance company have a patient advocate department? if so, a lot of times these folks can do wonders in clearing up messes like the one you describe.
Brenda on 10/25/2012:
I offer my empathy to you re your problem. I have been trying to get a bill paid since 2009 that my insurance would have paid and have given the correct information multiple times and they now have sent me to a collection agency. I refuse to pay it because I had insurance to cover it if they had only filed it under the correct information and the correct company. The only answer I can get is: we don't have to bill your insurance, we do it as a courtesy. I now have written letters disputing bill and will take it as far up the ladder as I can. APRIA is the worst company. They couldn't care less about your health...they want your money.Very incompetent people.
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Apria's horrible service and billing problems
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Just want people to really checkout other peoples experiences before signing up with Apria. We had all kinds of problems with late deliveries, delivery of wrong product, and billing the insurance company for products we hadn't used in months. We also had billing problems which I thought we had resolved. I spoke with a representative and we agreed they owed me a small amount and about a month later I received a check with a stub stating I had overpaid.

A month later they turn our account over for collection for $27. This after their own representative told me they do not refund amounts less than $25 to patients unless the patient requests it. What an outfit! I don't think the left hand knows what the right hand is doing.
     
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anne51 on 08/16/2010:
I'm a senior citizen and I've dropped Apria as a provider due to their decision to give American jobs to Indians. No wonder the billing is messed up, India is doing this and they have zero experience in American health care regulations. I'll never go back to this company due to their outsourcing to a foreign country doing this recession/depression. It's easier to call another provider, also easier to understand their English
wheelchair customer on 01/24/2012:
If you use Apria- be prepared for frustration. From beginning to end, they did not ever do anything they said they would do. They changed delivery/pick-up dates without telling. Continually used my home phone instead of cell #, which I kept giving them, so I wouldn't get their calls. People on the phone are nice, but again, nother ever happens as they say it will. Don't call with ETAs as they say they will. If they mess up your schedule, be persisitent and say, "That is not acceptable. You are coming TODAY as scheduled."
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Apria Home Healthcare Service Sucks!
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EL SEGUNDO, CALIFORNIA -- I have never complained online about a company before, but my experience with Apria was so bad that I am furious. We had some medical equipment from them -after the patient no longer needed it I called them to pick it up. Over a series of two months, I was promised by three different customer reps that it would be picked up. I finally called and asked for a supervisor, who actually put in the work order -it seems none of the others had bothered to do that important step- and promised it would be picked up the next day between 10:00-2:00. No problem, I arranged my day to accommodate. Well guess what? The next day I finally received a call that they would be picking it up, but between 4:00-7:00. No change to the original time could be made, I was told.

At this point I just wanted their crap out of my house, so I cancelled my birthday dinner for their convenience. I hope your marketing department realizes that all the telephone on-hold messages aren't worth the money you spent to set them up, when there's such a lack of service behind them.
     
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Trying To Get Money From Me Instead Of My Insurance Company
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SACRAMENTO, CALIFORNIA -- In Jan. 2007, I was referred by Sacramento Ear Nose and Throat Specialists to do a sleep study. I was told I have Sleep Apnea, and I have a Dieviated Septum. I was instucted to contact 2 companies that provide durable medical equipment. I was told I may benefit from using a CPAP breathing device when I sleep. I contacted Apria Healthcare. I provided all the necssary Ins. info and they said they received athorization from my ins. Co. Horizon Blue Cross Blue Shield of New Jersey. I was told there would be no out of pocket espense.

In April 2007, I made an appointment to go to a local Apria Healthcare location to receive the equipment and to be instructed on proper use of the unit. It is now Feb. 23rd 2008, I have received bills approx. every 2 to 3 months from Apria, trying to get me to pay for the equipment. I have contacted Apria by phone several times regaurding this matter. I have also sent the bills back to Apria, I have contacted my ins. co. and receive E. O. B.'s (explenation of benfits) stating that before my Ins. Co. will pay Apria, that they need additional info.

Apria has received notice that my ins. co. requests more info. and they keep denying this claim until more info, (and probably the correct billing codes, and Referring physicians info) I an uable to get them to stop billing me and I can't get them to understand they will not be paid until they provide this info!
This kind of thing is part of the problem with healthcare in the USA!
     
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jenjenn on 02/24/2008:
You need to be more proactive & call your insurance company to see what information is missing/needed. It is your responsibility to follow up with Apria to get the issue resolved. When you call your insurance company, you may want to verify with them that DME is covered @ 100%. Most policies cover this benefit at 80%. Also, most insurance companies cover this type of equipment as a rent to own.
propaneman62 on 02/25/2008:
Apria told me there would be no out of pocket expense at the time I made the appointment to receive the equipment.
girlscout1 on 03/05/2008:
BEWARE OF THIS COMPANY! My 80 year old mother has breathing equipment from them. They send in bills to Medicare but refuse to send them to her supplemental insurance company. They instead send her account to collections TWICE! They refuse to return phone calls and do not cooperate in solving this issue. We are going to be filing complaints with whom ever we can.
DME provider on 08/23/2008:
I am a regional billing Manager for Apria. Apria is the one and only compliant company in the industry. We welcome numerous audits internally and externally and are one of the only companies who have not been found to be fraudulent with their practices. In regards to these issues- 95% of people do not understand insurance benefits and billing. Even with a secondary insurance which states it covers any copays, there are charges that are not covered and are the patient's responsibility. I suggest anyone file a complaint with the corporate office which is submitted as a PCCR- a 'concern report' for the department managers responsible to respond and resolve the issue. Apria is NOT cheating anyone out of money. In regards to the Cpap bills being denied it is your responsibility to investigate what the denials are at this point. As far as a Cpap- there is only one HCPC/Billing code for a cpap and one for a bipap. It is highly unlikely that the coding is incorrect. The supplies do have other codes. Reimbursement can be extremely tricky with healthplans. Again- ask for a collections manager in your billing center.
tennessee on 09/04/2008:
My husband also was sent to them for the CPAP equipment and the first person we dealt with confirmed to us that they had contacted our insurace company and there would be no out of pocket expense to us. However, since then, we did find out that our insurace company only pays 80% so we are paying our monthly 20% for the machine. When I call Apria to ask questions no one seems to know exactly how much we are paying for the machine. I know we should have checked into our insurance ourselves but most people tend to trust their doctors, etc. when they tell us they have already call the insurace company. I would assume that the healthcare providers are very familiar with insurace carriers and would know what is covered and what is not. We are very unhappy with Apria Healthcare. We feel as though they were very dishonest with us from the beginning and just wanted to get us in their doors.
KBUG912 on 09/03/2010:
you need to own up and get involved I deal on a daily basis with horizon bcbs of nj --they are like most insurance companies very difficult to get paid from but this ins by far is the worst ever. you need to understand your benefits better -more than likly you had a deductible to meet -apria only collects the co-in upfront and bills your ins the remaining portion if your deductible is not met you get a written letter in the mail stating your INSURANCE'S DECISION with the amt due -this could span over months if you have a high deductible. lets use some common sense people this is not apria's fault I can assure you that there is no room for error a bipap is one code and a cpap has one codes and if you have an insurance as a secondary that does not pay for benefits that is explained to you prior to getting any equipment - there has to be a contract with certain insurances to bill in network, you cannot honestly tell me no one informed you of your benefits or what you were signing
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Worst Healthcare Provider, PERIOD
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Rating: 1/51
LITTLE ROCK, ARKANSAS -- Have had CPAP for over a decade. First with small independent family owned providers then Apria got the contract and nothing has ever gone right. While in CA I would drive to there office rather then deal with them on the phone. That was the ONLY way they could get the order right, most of the time. Moved to Little Rock, 3 months to get an appointment, when I last called to make one, they told me I already had one for this coming Thurs, all to my surprise. I asked well if I have an appointment what time is it? Oh, I'll have to find out, please wait. The usual hold time..., "Your appointment is for noon." So, the computer showed an appointment I had no knowledge of, yet it did not show the time? Apria has some very serious problems
     
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Local office is fine but corporate customer care is horrible.
Posted by on
Rating: 2/51
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions. Another issue has been that they sent my a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by Fedex and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems. No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal a-holes. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB's so I suspect there are trying to rip someone off, too. Wish I were European.
     
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Can't Get Billing Right
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Rating: 1/51
CALIFORNIA -- I have a CPAP from Apria. My insurance changed for 2013, and Apria could not handle this update. In April, I had to call three times to get the insurance updated. Each time they asked for a credit card to keep on file, and fortunately I refused. In November 2013, my insurance carrier paid three claims on one check. In January 2014, I get a collection notice that I have not paid one of the claims. After SEVEN calls to Apria, I was assured the payment would be applied properly. Around March 15, I received a refund check from Apria because I had overpaid the account once they applied the insurance payments properly. On March 21, I got a notice from my credit watch service that a negative report had been filed. It was the collection agency that Apria assured me would not pursue any additional action. Now I have to take another hour out of my day to correct this error.
     
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Horrible Billing Practices and Billing Dept.
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Rating: 1/51
MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever. You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!!!
     
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Horrible, worst customer service ever.
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Rating: 1/51
WORCESTER, MA -- Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn't understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone. After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The web site says all the right things but in the end Apria doesn't have a clue.
     
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Oxygen for a Lung Cancer Patient
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Rating: 1/51
ALBUQUERQUE, NEW MEXICO -- My father was diagnosed with stage IV lung cancer on 5/18/2013. He needs to be on oxygen 24/7. We live in a rural part of New Mexico and have to dive 100 round trip to visit the doctor. He has 1-3 doctor's appointments a week. He uses the "D" tanks that you roll behind you. He goes through approximately 3 tanks every trip to a doctor visit. The first 2 months we were able to order tanks when we needed.

After the 2nd month they told us they were moving to a home fill system. We agreed to try the equipment out, but as we found, my father was unable to carry the tanks provided since the cancer spread to his bones. When we called to have them pick up the system, they didn't even have the records stating he was on this new system. After that every time we call Apria we do this merry-go-round dance about why he doesn't have the homefill system and they try to deter us from continuing on the tanks he has now by telling us that they can not deliver tanks for over a month.

They also are very good about double billing patient. We will pay with a credit card over the phone, but when we call they need a payment from is every time. I am totally fed up with this company. After everything my father and family has been through this is just another hurdle in his recovery. I am very disappointed.
     
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azRider on 09/19/2013:
I've used them in the past, they suck. no doubt about. run as fast as you can from them and find a different provider. I choose one that I have to pay more for, but its worth it.
Jay on 09/19/2013:
I agree. Kick these bozo's to the curb. They are one of the most (if not THE most) incompetent, disorganized medical equipment providers on the planet. I, too, have experienced their bumbling ways.
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